Experience Investigators by 360Connext
SEPTEMBER 2, 2020
How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? And others get it so wrong because there is no consistency? The answer is a Customer Experience Mission.
ShepHyken
SEPTEMBER 2, 2020
What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?
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Eptica
SEPTEMBER 2, 2020
Date: Wednesday, September 2, 2020 Author: Damien Simonneau - Directeur Marketing Contenu Les bonnes pratiques pour sécuriser la relation client en vidéo. Published on: September 02, 2020. Author: Damien Simonneau - Directeur Marketing Contenu La vidéo est de plus en plus utilisée dans la relation client L’usage des communications vidéo qui était déjà en forte croissance depuis quelques années s’est accéléré de manière impressionnante depuis le début de la crise sanitaire.
Feedbackly
SEPTEMBER 2, 2020
There’s no doubt that the field of eCommerce is growing at an unprecedented rate at present, with more and more startups kickstarting their entrepreneurial. Source.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Wootric
SEPTEMBER 2, 2020
Think about the last time you had an incredible experience with a company. From start to finish every interaction was seamless. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions you had. Now, think about a time you had an overall good experience with a company.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ann Michaels and Associates
SEPTEMBER 2, 2020
The Review Economy is something that people have been writing and speaking about for years now and for good reason. Keeping track of a brand’s online reviews is necessary if you are to survive in 2020 and beyond. They simply hold too much weight. Research shows that just a 1 star jump in a Yelp review can lead to a 9% boost in revenue. Businesses need them now more than ever and they are very willing to incentivize customers to leave product reviews by offering contest participation, where
SMG CX
SEPTEMBER 2, 2020
With a growing volume of feedback and behavioral datasets at their disposal, brands are investing more resources in customer experience management than ever.
Talkdesk
SEPTEMBER 2, 2020
The call center industry is constantly looking for new ways to improve customer experience (CX). While some might take it to extremes and promise artificial intelligence (AI)-powered bots handling every customer interaction efficiently, there is still a long road ahead for AI software to progressively replace traditional contact center operations. Managing expectations for AI is not easy and requires answers to the following questions: What is AI and what is not?
Storyminers
SEPTEMBER 2, 2020
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
C Space
SEPTEMBER 2, 2020
The Brand Move Roundup – September 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
The DiJulius Group
SEPTEMBER 2, 2020
1. Feature Article How to Be the Brand Employees Can’t Live Without By John DiJulius, Chief Revolution Officer Hiring new employees should not be your top priority. Instead focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee retention, which is much easier and. Read Full Article.
Vanilla Forums
SEPTEMBER 2, 2020
While these terms are often used interchangeably, there’s a difference between simply having an audience and having a community. There was perhaps a time before when these two terms were blurred, but over the past couple of years people have been throwing out the term “community,” at just about anything it’ll stick to—and it’s clearly wrong. In other words, people have been using the term community incorrectly by identifying a simple audience or following and deeming it to be a community, when r
The DiJulius Group
SEPTEMBER 2, 2020
What does it take to be an exceptional leader? In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing great leaders, which is built.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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Playvox
SEPTEMBER 2, 2020
Running around the globe has become something of a fixture for Sahar Ebadi from starting in her home of Mashhad, Iran to Selangor, Malaysia before bouncing to Medellin, Colombia.
Blueshift
SEPTEMBER 2, 2020
Often, marketers find themselves held back by their tech stacks, and this is because stacks are typically built around individual channel platforms, instead of around the customer — and as a result, are left with a fractured view of the customer. It doesn’t matter how many fantastic platforms you have in your stack, the possibility […]. The post SmartHub CDP Explained: Breaking Down the Smart appeared first on Blueshift.
dscout People Nerds
SEPTEMBER 2, 2020
The right research deliverables let your team act on research insights. Here’s how to get the most out of them. .
Zonka Feedback
SEPTEMBER 2, 2020
Most businesses around the world consider Email as the preferred communication channel. Be it sharing promotional messages, conducting marketing research, or even surveying your customers – everything is possible with Emails. According to Statista , there are more than 3.9 billion active email users and is estimated to grow in the coming years. Despite being one of the traditional platforms, it’s a cost-effective and quickest way to reach out to your customers.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
dscout People Nerds
SEPTEMBER 2, 2020
Are focus groups really the gold standard to gather qual insights? Here are three alternatives for your next project. .
kommunicate
SEPTEMBER 2, 2020
Welcome to the August episode of Kommunicate product updates. In the month of August, we have added some powerful features to Kommunicate for making your job easier. The latest release includes Rich messages support in chat conversations, Helpcenter integration with Kompose bot, latest mobile SDKs and Agent app, etc. If you have missed the previous [.].
Brandwatch CX
SEPTEMBER 2, 2020
Forrester's Customer Insights
SEPTEMBER 2, 2020
Netflix’s recommendation engine has become so sophisticated that even the images displaying with the recommended titles are customized for the user. For example, if you watch a lot of movies starring a specific actor, not only will that actor start appearing on the cover of any movie he or she is in, but also similar […].
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Knowmax
SEPTEMBER 2, 2020
Online support: Key to unlocking 360° customer satisfaction.
Forrester's Customer Insights
SEPTEMBER 2, 2020
We are now at a crucial point where organizations must have an explicit, thoughtful approach to identifying and acquiring the signals they need to survive and thrive. This year at Summit EMEA, we are introducing our new B2B Buyer Signals Model.
Brandwatch CX
SEPTEMBER 2, 2020
SurveySparrow
SEPTEMBER 2, 2020
“Newly graduated engineer, looking for a challenging role in a company where I can put my skills to the test.” Not bad, right? But, let’s take a look at this one-. “Dependable graduate IT Engineer, trained to work in a high-stress environment, looking to leverage my analytical skills to help XYZ firm with the upcoming challenges.” See, the slight change in words and the mention of a name has changed the approach completely and has made it crisp and to the point.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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